#EfficiencyBoost #CostControl #EmployeeRetention #ServiceOptimization

The Challenge
Our client, a delivery services company, was facing uneven workforce distribution. This created two options: compromise on service levels or increase costs to meet them. The company needed a solution that balanced both service levels and cost control.

The Solution: Smart Scheduling
CMX implemented a tier "Smart Scheduling" strategy to address these challenges:

• Tier 1: Customer service experts worked a 6th day every two months, with the same total weekly hours spread over six days instead of five. A small monetary incentive encouraged participation.
• Tier 2: Employees had the option to choose between two shift patterns:
  • A 6-day workweek for 4 weeks
  • A split shift (morning and afternoon hours) for 5 days over 4 weeks

The Results
This strategy led to a 30-40% workforce adoption of the new shift patterns, enabling the company to meet service level targets during peak periods while maintaining cost efficiency. Key results included:

• Improved Workforce Dedication: Full-time employees, even with modified schedules, demonstrated increased commitment and morale.
• Better Knowledge Retention: The consistency of experienced team members working across shifts led to stronger retention of crucial knowledge.
• Faster Skill Development: Exposure to varied work hours accelerated skill development among employees.
• Cost Savings: Maximizing team members' contributions allowed the company to avoid hiring additional staff.

The "Smart Scheduling" solution successfully balanced the need for high service levels with cost management, enhancing both workforce distribution and operational performance.